First-Line Support Service Desk Manager wanted urgently: Salary R40 000 to R50 000 per month

Sandton, Gauteng
Full-time, Permanent
R40 000 – R50 000 a month

Currently, recruiting an experienced Senior Customer Service Desk Manager. (First line Support)

Non-negotiables / Minimum requirements: (must meet all criteria below)

IT Qualification
UAT experience
Experience with first line support – This is with external customers ( Lots of Customer /Business to Business interfacing )
Experience in supporting customers in and outside of Africa (10 years)
Ticketing and other Systems configuration and management experience (5 years)
Payments Industry experience (2-3 years minimum)

Additional Requirements:

Very tough person who has plenty experience of this type of role
Ticketing management experience
Experience in people management
Previous demonstrated examples of moving a service desk to a new level of professionalism
Excellent communicator, good listener and empathetic to customer needs.
Enjoys customer contact and takes pride in developing a customer-centric team

Other information:

Role & Responsibilities:

Displays extensive working knowledge of industry standards and practices, including product details and company services offered
Offers exemplary customer service, including maintaining customer relationships by ensuring service SLAs are met and taking care of any customer concerns or complaints quickly and professionally
Assists with or performs administrative tasks
Develops working knowledge of industry regulations, restrictions, and laws, and ensures service department adheres to all regulations
Sets up and maintains service desk, including managing service desk team members and evaluating desk efficiency
Resolves service desk problems and improves current service desk methods to increase productivity and customer service
Monitors department issues and client complaints to define patterns and work to lessen those recurring issues
Regularly audits work being done and customer service being provided to ensure all standards are met and that repair work is carried out effectively, correctly, and thoroughly
Oversees team members performing inspections, preparing reports, and doing repairs; if necessary, carries out these job duties personally to ensure highest quality of work
Develops/Maintains/Improves Operating Level Agreements
Develops Processes in line with Business requirements
Provides regular Management reports
Team management of support agents
Provides timeous incident resolution
Experience with first line support – This is with external customers (Lots of Customer /Business to Business interfacing)
Experience in supporting customers in and outside of Africa
Ticketing and other Systems configuration and management experience

Qualification & Experience:

Bachelor’s Degree/ NQF 7 equivalent in Information Technology

ITIL Certification

UAT Testing

Experience with first-line support – This is with external customers ( Lots of Customer /Business to Business interfacing)
Experience in supporting customers in and outside of Africa (10 years)
Ticketing and other Systems configuration and management experience (5 years)
Payments Industry experience (2-3 years minimum)

Job Types: Full-time, Permanent

Salary: R40,000.00 to R50,000.00 /month

Experience:

Management: 5 years (Required)
UAT: 4 years (Required)
Customer Service: 5 years (Required)
Payment Industry/ticketing: 5 years (Required)
First line support: 10 years (Required)

Apply Now

Source: Indeed